CENTRAL SITE OPERATIONS SPECIALIST

Job Summary:

Responsible for delivering post-sale services support, typically at customer sites.xa0 Provides services at the customer sites, including installation, maintenance and repair of devices and services to ensure that all function properly. Manage day to day services delivery execution, escalation management, generating reports, provide relevant data & data updates, and providing input and recommendations for enhancing Client satisfaction. Ensures customer satisfaction by working with COM to advise customers on preventive maintenance and configurations that may favorably impact performance.

Centralized role that is responsible to manage & execute contracted Managed Services as defined by Customer Statement of Work (SOW).xa0 The CSOM works with customer contacts, 3rd party partners and Lexmark resources to execute defined services.xa0 Duties include day to day services delivery execution, escalation management, generating reports.xa0 Accountable to support implementation activities and post implementation services to meet Customer and Lexmark targets. Expected to consistently demonstrate and represent Lexmark brand according to our mission and guiding principles.xa0

Roles and Responsibilities:

• Responsible for management and execution of a contracted Managed Services as defined by Customer Statement of Work for one or more accounts, some complex.
• Manage all aspects of the day-to-day operations such as install base accuracy, device change management, issue resolution, consumables management, ad hoc reporting, normal business as usual activities.
• Ensure all Customer communication is clear, relevant, timely and appropriate according to Lexmarkxe2x80x99s values and guiding principles.
• Maintain and manage an active Customer Action Log.
• Ensure required reports are accurate and provided timely according to the SOW and/or Lexmark standards defined. This can include monitoring and reporting on services & maintenance performance metrics to fulfill contractual SLA requirements xe2x80x93 utilize escalation when needed. Some instances will require root cause analysis and resolution definition and implementation.
• Responsible to execute exceptional service delivery in such a manner Lexmark experience 100% Customer Retention.
• Assures compliance with Lexmark and Customerxe2x80x99s HR, procurement, legal, financial, ethics and government related policies, strategies and processes.
• Perform root cause analysis for defects/issues related to or perceived as caused by Lexmark product, supplies or services when required.
• Manage / communicate to suppliers and partners in delivery of service as required.
• Work with local management and Global Process owner teams to identify process gaps, opportunities and support models needed to enhance or improve customer support.
• Perform the following when required:
  • Monitor, track and manage recycling of toner cartridges.
  • Place and manage orders, replace defective parts, manage returns.
  • Confirm, monitor and track equipment and supplies delivery and installation.
  • Secure and manage storage area for parts/consumables or other inventory.
  • Collect, submit and manage page counts or other meters.
  • Monitor, review and respond to Help Desk requests for all repair (break-fix services) or Lexmark perceived related incidents as required.

Ideal candidate will have the following experience:

• Significant interaction with Customers in an Operations/Service Delivery role handling issue resolution, general service delivery concerns, escalation management.
• Customer interaction experience with Enterprise level clients such as Line of Business (LOB) Managers, IT or Procurement Directors, IT Professionals, Program Managers, etc.
• 2+ years experience in an operations role.
• Experience with the delivery of operations through the use of technology solutions.
• Demonstrated ability to interact with customers via phone and email.

Education required:

• BA/BS/BBA degree in Business